Call Center Software Featured Article

TMCnet Call Center Software Week in Review

By Linda Dobel
TMCnet Contributor

Whether yours is an enterprise call center or an outsource call center, choices abound in call center software solutions to keep your operations running at peak performance. Over the course of this week, TMCnet editors were in touch with the call center vendor community to bring you the latest developments.

TMCnet Contributor Madhubanti Rudra learned of a new solution that has been designed to help organizations extract actionable business insights from e-mail, chat, call center, IVR, portal, CRM, social media and surveys. It comes from unified customer experience analytics solutions provider Metrica (News - Alert) Systems which said it has made available to the call center community its Social Media and Cross-channel Voice of the Customer Analytics solution. Metrica Systems explained that the new solution along with the existing Unified Customer Experience Analytics framework will help customer-centric organizations monitor and improve customer experience across the channels holistically.

TMCnet Contributor Nathesh covered the news of yet another new software release this week. He reported that SolutionsPT, a provider of solutions for industrial automation and the UK partner of Wonderware, have announced the availability of ArchestrA Workflow software from Wonderware, which the partners say is capable of embedding collaboration abilities for industrial operations. In a nutshell, ArchestrA Workflow software is described as an advanced workflow application that enables companies to digitize manual and automated processes that include people and/or systems. It is a Business Process Management (BPM) app that can be deployed by companies to model, execute, analyze and improve processes inside and outside of their organization to drive higher levels of collaboration, productivity and innovation.

A merger reported on this week by TMCnet Contributor Rajani Baburajan is likely to result in the production of new enterprise feedback management and social CRM solutions. Baburajan’s article said that QuestBack, a provider of enterprise feedback management (EFM), announced that it has acquired and will merge with Globalpark, a social customer relationship management (SCRM) provider, to become one of the leading global EFM suppliers. Ivar Kroghrud, CEO of QuestBack said, “A key goal is to develop our social media and Social CRM offerings. Globalpark helps us to achieve this.”

Also strengthening its product offering through a merger is electronic payment solutions provider Commidea, which announced the integration of Semafone’s contact center software with its payment gateway, according to a report this week from TMCnet Contributor Madhubanti Rudra. The integration of the Semafone software is aimed at increasing the safety of payment processing for contact centers without compromising customer service. The combined solution is designed to ensure contact center agents do not come into contact with any customer card payment details. The solution will help mask the credit card details and directly send the information to Commidea’s PCI (News - Alert) DSS level 1 certified processing infrastructure for processing, Commidea explained.

A final report on companies joining together to the benefit of end users was posted by TMCnet Contributor Anuradha Shukla this week. Her report stated that Hitachi (News - Alert) Consulting, a provider of IT consulting and management consulting solutions and services, has expanded its business relationship with global data integration provider Scribe.

Under the terms of the agreement, both companies will co-market Microsoft (News - Alert) Dynamics AX enterprise ERP solutions in addition to their Microsoft Dynamics CRM collaborations. Hitachi Consulting and Scribe have also decided to establish cloud-based industry solutions and a two-tier ERP model for multinational corporations, it was reported. The article said that the joint effort is expected to accelerate the implementation and adoption of Microsoft Dynamics AX and CRM applications by client organizations.

TMCnet will continue to stay on top of all breaking news in the call center software industry to keep you apprised of all new developments throughout the coming week. You can also count on our end-of-week recap should you miss anything during the week.   

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.